8 thoughts on “Presentation: Customer Service, Serious Business?”

You show with your crystal clear message that Customer Service is serious business. I fully agree with the developments you signal. What I miss in the presentation is an explanation of your sheet “We need a new mental model” The presentation makes perfectly clear what needs to be done and why, but it doesn’t address the “how”. I think it is important to create direction for the change process. So for instance, when an organisation creates a customer experience map (sheet 13) it will get to know which elements in the customer journey will contribute (and how much) to the overall experience. To be able to translate this knowledge to tangible improvements the organisation should be very aware of its own identity “Who would the organisation like to be for their customers” The same goes for creating customer experiences. I think we both recognise that a customer experience is largely the result of human behaviour. Experiences closely related to the identity (branding, values if you want) need a specific behaviour of employees who construct them with customers. That in it self needs probably a very different leadership style from what we currently see in customer service environments. In that sense we need to create a completely new mental model for our seriously “Industrial Age” managed customer service departments.

thanks for the great presentation and offering the possibility to comment.

In best German manner I focus in on some possible improvement points ;-)

what I somewhat miss is the explicit (it is implicitly there) notion of avoiding the need of (or at least reducing it) customer service by (co-)creating the products that are getting sold in a way that there is no more need for customer care, neither via employed personnel nor via crowd-sourced personnel.

Additionally, and this is probably a general challenge of speeches turned presentations, I am missing the rationale for the evolution from lifetime value to total engagement value. Listening to the speech it in all likelihood becomes clear, but within a presentation its difficult for someone who just starts thinking into those directions. So, maybe a slide before might be helpful.

I have just gone through your presentation about customer service. Being a part of customer service industry i totally agree with your thought and concepts. while working in office i dint mean to read to completely but i had to. Thank you for such fantastic thoughts.